25 Instagram DM Examples to Improve Your Digital Presence

Instagram has transformed over the years from a place where users share personal, everyday photos with family and friends to a powerful platform where businesses can connect with customers and find new leads. With two billion monthly active users globally and 169 million active each month in the U.S. alone, it’s easy to see why businesses want to use Instagram to promote and grow their brands

Instagram’s platform makes it easy for companies to communicate with customers both publicly through comments on posts and privately using direct messages (DMs). Instagram DMs let your business handle a number of communications tasks and offer customer service that goes well beyond the basics. Companies can use DMs to answer complex questions or share personalized product information, helping drive more conversions and sales.

Learning how your company can best utilize the platform’s direct messaging features can help you improve customer satisfaction while also meeting your sales or marketing goals.

What is a DM on Instagram?

Direct messages (DMs) on Instagram allow any user (like your business) to send private communications to other Instagram users, either individually or by group. Unlike commenting on a post or replying through their feed, DMs aren’t visible to the public. Only the recipient and sender can view and respond to the message.

Instagram DMs aren’t limited to text—you can also send images, videos, Reels, polls, links, or posts to recipients. Companies can also customize their Instagram messaging platform with different themes and backgrounds or use custom reactions to stay on brand. Plus, Instagram DMs also include a live chat feature so your business can seamlessly connect with customers who need an extra level of support.

Privately messaging your customers through DMs on Instagram offers many benefits, including:

• Improving customer service and experience: Businesses can use DMs to resolve complaints and issues efficiently, leading to better customer experiences.
• Maximizing performance: Instagram Direct on Meta Business Suite provides metrics on message performance, helping businesses understand and adjust their strategy.
• Increasing customer satisfaction: Businesses can tailor messages to specific customer needs and interests, strengthening their relationship.
• Growing sales and revenue organically: Companies can promote new or existing products and services through DMs or even offer private sales or promotions to their followers to increase customer loyalty and sales.
• Accelerating conversions: Sharing personalized information and addressing questions can help move your leads through the funnel faster, decreasing the time it takes to convert them into customers.

25 Instagram Direct Message Templates for Your Business

While Instagram DMs can help your business generate more leads, improve customer experiences, and increase sales, you need to use the right messaging techniques in order to accomplish those goals. To help your business get started, here are some useful Instagram DM templates for a variety of business scenarios. These examples help illustrate different types of effective messaging to consider for your DMs, but remember that the more detailed and personalized you can make your Instagram DMs, the better.

To get the full advantage of these messages, you’ll want to follow Instagram DM best practices, which include keeping your messages short and to the point and directing customers on their next step. Your business must also align the language and tone of your Instagram DMs with your brand and style—you don’t want silly, lighthearted messages with emojis if your brand’s tone is typically more straightforward or professional, and vice versa.

Another best practice is using customer information to personalize your DMs. Addressing your leads or customers by name and knowing key facts about them, like their preferences or purchase history, can help you develop more effective templates and messaging on Instagram.

No matter which Instagram DM template you choose, consider adjusting it to fit your business’s needs.

Promotional Instagram DM Examples

Sliding into your follower’s DMs is a great way to stand out from the competition while promoting your products, services, or sales. This type of DM helps boost your company’s visibility on Instagram and gets conversations started with new leads and long-time customers alike.

Here are a few templates to consider:

1. Hey new follower! Welcome to the family! Use code [Code name] for [Describe the promotion here]. Shop our latest styles now: [Link to products]

2. Hey [Name], thanks for being a loyal customer! We have a special [Describe the promotion here] just for you on our new collection. Shop now and treat yourself: [Link to products]

3. Surprise! We spotted you rocking our [Brand/Product name] in a recent post. As a thank you, enjoy [Describe the promotion here]. Use the code [Code name] at checkout: [Link to products]

4. Can you keep a secret, [Name]? You’re the first to know about our exclusive [Sale or promotion] on [Describe the promotion]. Access your members-only deal through this private link: [Link to products].

5. Hey there, [Name]. We wanted you to be the first to know about the launch of our brand-new collection of [Products]! Learn more and be first in line for the release here: [Link to product/promotion]

Replying to Feedback Instagram DM Examples

Your customers want to feel seen and valued by your company, especially when they’re delivering feedback. That’s why responding to customer feedback (both good and bad) about your products and services or their overall experience with your company and doing so quickly is important. It can help your brand build stronger customer relationships and grow trust with your followers.

While it’s sometimes tough to hear and address negative feedback from customers, it’s necessary to acknowledge their experience. No matter how a customer reacts, remember to always stay respectful and professional in your response.

Try out one of these templates for your next feedback-related Insta DM:

1. Loving the feedback, [Name]! We’re thrilled you enjoyed [product name]. We can’t wait to see you back soon!

2. Thanks for reaching out, [Name]! We apologize for any trouble with [product name]. We’d be happy to help you return or exchange it. Just let us know your preference!

3. We appreciate you, [Name], and your feedback is important to us. We’re constantly working to be better, and your message helps us do that. Feel free to reach out anytime!

4. Wow, [Name], we’re blushing! [Insert blushing emoji] Thanks for the great review! We’re so glad our [Product] is working so well for you. We think you might also love our [Related product] and would love to send you a sample. Can you share your shipping information with us so we can get that rolling?

5. Thanks for the valuable insights, [Name]. We take all feedback into account to ensure you have a better experience with us in the future. To show our appreciation, here’s a promo code just for you: [Coupon code]

Customer Service Instagram DM Examples

Consider using Instagram DMs as a natural extension of your company’s customer service strategy. This method can help you address customer concerns while building trust and improve customer experience on a platform your customers already use. Your business can use DMs to quickly answer common customer questions or resolve issues one-on-one.

Here are some Instagram DM examples to boost your customer support:

1. Hey [Name]! We saw you had a question about [Product/Brand]. Our team is happy to help! Just shoot us a message and we’ll get you all the info you need.

2. Hi, [Name]! We spotted your question in our comments. We have a great FAQ page that might answer your question quickly. Check it out here: [Link to the FAQs page] Let us know if you need anything further!

3. We’re sorry to hear that, [Name]. While we always strive to deliver the best service, we understand that sometimes things go wrong. Please share your experience with us here or connect with us over the phone [Phone number], so we can make this right for you.

4. We’re glad you reached out to us, [Name], because you’re right. [Product] definitely shouldn’t be doing that! Quality control is very important to us, and we apologize for your bad experience! We’d like to refund your purchase and ship you a replacement for free. To get this fixed quickly, we just need you to share your order number and shipping address.

5. Hey there, [Name]. From your comments, it seems like you’re having some issues with our [Product]. Can we help you troubleshoot a solution? You can message us here or chat with our team over the phone at: [Phone number]

Orders & Shipping Instagram DM Examples

Instagram DMs are a great way to answer customer questions about shipping or order fulfillment. Customers can privately share their addresses and other information and receive replies faster than other methods, so they won’t have to wait on hold or keep checking their inboxes for an email response (which can take days). This feature is especially helpful for resolving those last-minute order and shipping concerns that can prevent customers from finalizing their purchases.

Here are several order- and shipping-related DM templates to choose from:

1. Hi, [Name]! We offer [Option 1] and [Option 1] options. [Option 1] takes about [X-X] business days, while [Option 2] is [X-X] days. Let us know which works best for you!

2. Hello, [Name]! If you’re looking to purchase [Product], you can do it directly from the Instagram shop or visit our website here: [Link to the website]. If you have any other questions, feel free to contact us!

3. Hey, [Name]! We can help you track your order, no problem! Just provide us with your order number, and we’ll send you the tracking information. You can also do it by entering your order number here: [Link to the tracking page].

4. Yes, [Name], we’d be happy to help you choose the right size! Here’s a link to our sizing information: [Link to size chart]. We also offer a step-by-step guide to help calculate the best size based on your information here: [Link to interactive sizing guide]. If you’re still unsure after that, it’s ok! You can schedule a private video consultation with one of our sizing experts here: [Link to scheduling consultation].

5. Hi, [Name], thanks for reaching out to us! Due to high demand during our sale, we’re currently experiencing [X-X] day delay in our order fulfillment. You can expect to receive your order by [Date], and we’ll email you a confirmation and tracking number just as soon as it’s shipped. We apologize for the delay, and appreciate your patience!

Return and Refund Policy Instagram DM Examples

With return and refund policy templates for your Instagram DMs, your team can ensure consistency in your messaging and customer experience, no matter which employee is directing the conversation. It’s helpful to add information about your company’s return policy in your Insta DMs, whether through text or a link to your entire policy, so you can educate customers and let them know they’re receiving fair treatment.

Return and refund-based Instagram DM templates to consider include:

1. Hi [ Name], we offer returns within [Number] days for most items. Check our return policy for details: [Link to return policy on website].

2. Hi [Name], happy to help with your return! To initiate the process, please visit our return portal: [Link to the return page]. You’ll need your order number and email address.

3. Hi [Name], I understand you’d like to return an item. Unfortunately, our return window is [Number] days. Would you like to explore other options like an exchange? We’re happy to help!

4. Hello, [Name]. To receive a full refund, your item must be returned by [X] days after its delivery date and be unused and in its original packing. You can start your return here: [Link to return page].

5. We’re sorry to hear your order didn’t work out, [Name]. Yes, you’re still eligible to receive a full refund, or you can exchange your purchase for a different item. You can read our full return and exchange policy and learn the next steps to take here: [Link to return and exchange page on website].

Manage All Your Messages From One Place with Podium

Connecting with your customers has never been easier thanks to Instagram DMs. You can start conversations or improve upon existing outreach strategies all on a platform they’re already using frequently . Podium simplifies this process even further, consolidating DMs from Instagram and other social media platforms into one inbox and making customer interactions more accessible to your whole team.

Check out our Instagram integration to start improving customer communications today.